Media Content Reporting Analyst (WFM Intraday)

Location Singapore
Discipline Information & Communications Technology
Job Reference BBBH104691_1631449831
Salary Negotiable
Consultant Name Andalan Rvin James Murillo
Consultant Email james.andalan@manpower.com.sg
Consultant Contact No. 62325731
EA License No. 02C3423
Consultant Registration No. R1331697


  • Role summary:
  • As a Media Content Reporting Analyst, you will work closely with Operations, to help monitor Incoming volumes In Queues, report on Daily attendance schedule adherence of Agents in real-time, ensuring optimum service levels are achieved to deliver consistent performance.


  • Key Responsibilities:
  • Adoption and communication of global intraday and scheduling guidelines to appropriate stakeholders
  • Enforce real time adherence in all Work Types and Markets within the scope of operation
  • Monitor the volume of contacts at interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and any other real time events that contribute or impact negatively in the execution of planned productivity hours to meet SLAs
  • Constant interaction with the end client, reporting site performance; including but not limited to staffing compliance, skilling status, and outages
  • Provide visibility and reporting capabilities of main KPIs related to intraday and scheduling functions such as adherence, shrinkage components, projected interval compliance, and bidding completion
  • Creation and optimization of schedule shells, allocating productive time based on interval level staffing needs, following region specific labor laws
  • Appropriate distribution of programmed shrinkage (activity codes) to help ensure the accuracy of projections related to productive staffing commitment
  • Develop and maintain a scheduling matrix for each specific site and region; adequately updating information related to labor laws, shift types, and other considerations required to appropriately perform scheduling tasks
  • Recognize and communicate challenges and areas of improvement during, and after scheduling cycles; providing solutions to meet staffing expectations at interval level


  • Qualifications
    Profile Attributes:
  • 3+ years of tenure in WFM intraday and scheduling positions
  • Proven experience in operating and directly handling a scope of more than 100 FTEs
  • Creative and problem solving oriented
  • Know-how in managing real time adherence in different lines of business in a multi-skill environment simultaneously (shrinkage, outages, under/overstaffing etc.)
  • Proactive and able to take decisions based on real time situations
  • Knowledge of WFM tools (Aspect, Verint, IEX) - Aspect preferable
  • Advanced Excel skills (LOOKUP, INDEX, IFS, pivot tables, MATCH, table arrays, macros)
  • Studies in Engineering, Business Administration, or related fields
  • Experience working with internal/ external stakeholders in multiple geographic regions
  • Analytical with attention to detail

Rvin James Murillo Andalan EA License No. 02C3423 Personnel Registration No. R1331697

Please note that your response to this advertisement and communications with us pursuant to this advertisement will constitute informed consent to the collection, use and/or disclosure of personal data by ManpowerGroup Singapore for the purpose of carrying out its business, in compliance with the relevant provisions of the Personal Data Protection Act 2012. To learn more about ManpowerGroup's Global Privacy Policy, please visit https://www.manpower.com.sg/privacy-policy